Contact Center Automation Demo Series

Make Every Agent Your Best Agent With Real-time Speech Analytics & RPA

MMM Healthcare is Assisting Contact Center Agents by
Automating Processes

How to make every agent your best agent?

Assist your agents in real-time with an intuitive UX, automate tasks and guide them to next best actions.
purple-quote

Jacada’s product development and go-to-market strategy is focused on automating customer service operations. It is a pioneer in delivering unified RPA and conversational AI capabilities and has a differentiated value proposition for organizations looking to automate and optimize processes across the customer service value chain.

Amardeep Modi, Practice Director

About the Client

MMM Healthcare, a sister company of InnovaCare, has been one of the leading plans in health services under the Medicare Advantage segment in Puerto Rico. When MMM began in Puerto Rico, roughly 20 years ago, it implemented a new way of meeting the health needs of the Medicare and Medicaid beneficiary population by establishing the Medicare Advantage segment on the Island for the first time.  

Growth and success in the business over time has contributed to complexity in the contact center. With over 12 separate systems for servicing customers, the contact center leadership engaged Jacada to simplify, unify, guide and automate the numerous systems for their contact center agents. The goal in this engagement is to improve efficiency and experience for both their agents and their customers for customer servicing engagements. 

Our Approach

Jacada is helping MMM simplify contact center operations with real-time agent assist which includes task automation all in a unified agent desktop to boost efficiencies and health outcomes. We integrated 12 core systems into a single unified application and replaced a legacy case management application with automated workflows. The now integrated case management drives improved process compliance and SLA management across the workforce.  

Member 360 view, interaction history, alerts related healthcare gaps, and next best action are all benefits of the Jacada solution. Real-time agent assist guides customer service representatives through the entire interaction. Automations aimed at after call work generate automated notes saving agents a significant amount of time. 

Results

  • Minutes, not Days: Agents use automated workflows and assist members in real-time, eliminating the need for back office work and follow-ups 
  • Average handle time (AHT) had been reduced by 2 minutes 
  • 33% reduction in training time due to the simplification of the agents workspace and automation of processes 
  • Member experience improved due to the new personalized and prompt service experience 

What's Next

We’re pleased to see our client broaden the deployment of the solution to other use cases, capabilities, and contact centers in an effort to increase the realized benefits even further.

How to Save the Modern Contact Center Using

Real-time Assistance!

Request a Demo

Talk to an Expert

Real-time Agent Assist

Get the Worksheet